Manager, Oncology Customer Success

Responsibilities

The Manager, Customer Success leads Customer Success Managers of Oncology CSMs, developing scalable goals for new and ongoing Customer Success. This role oversees a team that onboards accounts, reduces friction from accounts having issues, and identifies new opportunities to generate revenue.

Oversee day-to-day operations of the Customer Success Managers; may also maintain their own region for Customer Success during coverage gaps.

Partner with sales partners to ensure CSMs are aligned with sales.

Develop the team as a distinct entity from other CSM departments to align with business goals.

Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning cross‑functional efforts to improve the customer journey.

Act as the point person for any client complaint or escalation and see through resolution.

Beat and exceed expectations for key business metrics including CSAT, Net Promoter Score, missing information rate, average selling price, and customer retention.

Assist in team deployment of quarterly initiatives and new policies and procedures.

Use good judgment in communication regarding department and employee concerns.

This role works with PHI on a regular basis, both in paper and electronic form, and has access to various technologies to access PHI to perform the job.

Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training within the first 30 days of hire.

Must maintain a current status on Natera training requirements and pass a post‑offer criminal background check.

• Bachelor’s degree or equivalent.
• Minimum of 5 years of sales or support experience, of which 2+ years is in a customer success or client retention role.

• Proven track record of success in achieving and exceeding customer success goals.
• Exceptionally bright, flexible, self‑motivated, and results oriented with strong interpersonal and analytical skills.
• Ability to think strategically as well as execute tactically.
• Strong desire to work in a fast‑paced environment and must work independently with an internal drive to be successful.
• Ability to lead and rally peers.
• Strong team player with desire to celebrate all wins across the organization.
• Excellent organizational and communication skills (written and verbal) with demonstrated ability to effectively present to both internal and external customers.
• Effective time‑management skills required with a demonstrated ability to assess and prioritize.
• Proficient in Microsoft PowerPoint, Excel, Gmail,

This position requires the ability to use a computer keyboard, communicate over the telephone, and read printed material. Duties may require working outside normal working hours, including evenings and weekends. This is a full‑time position that requires 0-20% travel.

This range reflects a good‑faith estimate of the base pay we reasonably expect to offer at the time of hire. Compensation will vary based on experience, qualifications, and internal equity considerations. This position is also eligible for additional compensation and benefits through Natera’s Total Rewards program, including a performance incentive bonus, long‑term equity awards, a 401(k) plan with company match, generous paid time off and company holidays, and additional wellness and work‑life benefits.

$103,800 - $119,700 USD

Natera™ is a global leader in cell‑free DNA testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers, and many other professionals from world‑class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the…